Support Management
Manage your support requests and improve customer satisfaction with ChecklistGuro's integrated Support Management solution. Create, track, and resolve issues efficiently using customizable workflows, automated notifications, and powerful reporting.
No credit card or cancellation needed.
Reduced Resolution Times
Boosted Customer Satisfaction
Increased Agent Productivity
Transform Your Support with BPM-Powered Automation
Move beyond reactive support with a solution that leverages the power of Business Process Management. Automate workflows, reduce resolution times, and empower your agents with a unified platform for exceptional customer service.
Resolve Issues Faster with Intelligent Routing
Our Support Management solution intelligently routes tickets to the right agent, based on skill, availability, and issue complexity. Minimize transfer times and maximize first-contact resolution rates for improved customer satisfaction.
Proactive Support Through Process Visibility
Gain real-time visibility into your support operations with customizable dashboards and detailed reports. Identify bottlenecks, track performance metrics, and proactively address potential issues before they impact customers.
Empower Agents with a Unified Workspace
Provide your support agents with a centralized workspace that integrates ticket management, knowledge base access, and collaboration tools. Streamline their workflow and enable them to deliver exceptional service more efficiently.
All in One, not just Support Management
Our Support Management solution is connected to our existing CRM, ITSM, and other business systems for a 360-degree view of the customer journey. Eliminate data silos and improve collaboration across departments.
Scalable & Secure Support for Growing Businesses
Our solution is built on a robust and scalable BPM platform, ensuring that your support capabilities can grow with your business. Benefit from enterprise-grade security and compliance features.
Features of our Support Management Solution
Core Support Management Features
Ticket Creation: Manual and automated (e.g., from email, web forms, chat)
Ticket Categorization: Classification by type, severity, product, department, etc.
Ticket Prioritization: Based on impact, urgency, SLA, customer value.
Ticket Assignment: Automatic assignment rules based on skills, availability, workload. Manual override.
Ticket Status Tracking: Clearly defined states (e.g., Open, In Progress, Pending, Resolved, Closed).
SLA Management: Definition, tracking, and alerts for Service Level Agreements.
Knowledge Base Integration: Easy access to relevant articles and documentation.
Resolution Codes: Standardized codes for documenting resolutions.
Customer Information Management: Centralized view of customer details.
Agent Workspace: Unified interface for managing tickets and related activities.
Multi-Channel Support: Handling requests from various channels (email, phone, chat, web portal).
BPM Process Management Features
Process Modeling & Design: Visual editor for creating and modifying support workflows.
Workflow Automation: Automated routing, escalation, and task assignments.
Dynamic Routing: Conditional routing based on ticket attributes (e.g., product, severity).
Business Rules Engine: Defining and managing rules for ticket handling and escalation.
Process Monitoring: Real-time visibility into process performance and bottlenecks.
Process Optimization: Tools for identifying and improving process inefficiencies.
Version Control: Track changes to workflows and ensure rollback capabilities.
Task Management: Clear task assignments, deadlines, and progress tracking.
Collaboration & Communication Features
Internal Collaboration: Ability for agents to collaborate on tickets (e.g., comments, messaging, file sharing).
Escalation Management: Automated escalation to higher-level support tiers.
Customer Communication: Templates for common responses, personalized email sending.
Service Request Fulfillment: Process automation for fulfilling customer requests.
Chatbot Integration: Integration with chatbots for handling simple requests.
Social Media Integration: Ability to manage support requests from social media channels.
Analytics & Reporting Features
Real-time Dashboards: Visual representation of key performance indicators (KPIs).
Customizable Reports: Ability to generate reports based on specific criteria.
Performance Metrics: Tracking of metrics such as resolution time, first contact resolution rate, customer satisfaction.
Trend Analysis: Identifying patterns and trends in support data.
Root Cause Analysis: Tools for identifying the underlying causes of recurring issues.
SLA Performance Reporting: Tracking and reporting on SLA adherence.
Agent Performance Reporting: Evaluating individual agent performance.
Advanced Support Management Features
AI-Powered Ticket Classification: Automatic categorization of tickets using AI/ML.
Sentiment Analysis: Analyze customer sentiment from interactions.
Predictive Analytics: Predict future support volume and resource needs.
Self-Service Portal: Empower customers to resolve issues themselves.
Mobile App: Access support management tools on mobile devices.
Knowledge-Centered Service (KCS) Support: Facilitate knowledge creation and sharing within the support team.
Customer Feedback Surveys: Automatically collect customer satisfaction feedback.
Automated Ticket Closure: Automatically close resolved tickets based on predefined criteria.
Guide for our Support Management Solution
Sing In or Sign Up for a new account
Setup your profile
Go to Profile
Confirm your Email
Set your password (if not already done)
Set your Name, Username and Locale
Getting Started Task
Go to Tasks or Home
Start your "Getting Started" task
Check what we have installed for you
Finish the task
Dashboards
Go to Tickets Count and check how many tickets are created each day
Go to Tickets Priority Board and check how many tickets you have per each Priority
Go to Tickets Status Board and check how many tickets you have per each Status
Go to Tasks Calendar and check the Tasks for this month
Go to Tasks Priority Board and check how many tasks are with Urgent, High, Normal etc. priority
Go to Tasks Status Board and check how many tasks are with Scheduled, Open, In Progress etc. status
Go to Tasks Responsible Board and check how many tasks are assigned per each User/employee
Go to Tasks Started/Finished and check how many tasks are started and finished each day
Models
Go to Models
Open Support Ticket model and review it's elements/properties, add/remove/change elements if needed
Create Support Ticket
Go to Support Tickets and click on "Create" button (top right corner)
Fill out the details and Save
Invite a Colleague
Go to Users and click on "Create" button (top right corner)
Fill out the details and click Save
Create Checklist and Task
Go to Checklists and click on "Create" button (top right corner)
Add a few elements for test purposes and create your first Checklist
Click on Assign (top right corner) and assign a new task to to colleague you invited
You can also assign the Checklist to your colleague by going to Tasks > Create > Fill details > Save
Install Checklist Template
Go to Checklists and click on "Templates" button (top right corner)
Filter for Templates in category "Support Management" (if not already done)
Click on any of the templates
Once the template is opened click on "Install" (top right corner)
Check out the platform Documentation
If you have any questions or need help go to Support and create a ticket for us
Frequently Asked Questions
What is ChecklistGuro's Support Management solution?
It's a comprehensive solution for managing support requests and improving customer service, built on our powerful Business Process Management (BPM) platform. It allows you to create, track, and resolve issues efficiently through customizable workflows, automated notifications, and robust reporting, all within a visual and intuitive interface.
Who is this solution for?
Our Support Management solution is designed for businesses of all sizes - from small and medium-sized businesses (SMBs) to large enterprises - that are looking to streamline their support processes, improve customer satisfaction, and empower their support teams.
How does ChecklistGuro's Support Management differ from a traditional help desk system?
Unlike traditional help desk systems, our solution leverages the power of BPM. This allows you to visually design and automate your entire support workflow, from initial request to resolution, leading to greater flexibility, efficiency, and control.
Can I customize the support workflows?
Absolutely! Our visual workflow designer allows you to fully customize your support processes, defining roles, approvals, escalation paths, and more. You can tailor the workflows to perfectly match your business needs.
Can customers submit support requests?
Yes. You can easily integrate a self-service portal so customers can submit requests directly. We also support request submission via email integration.
Does the solution offer knowledge base integration?
Yes. You can integrate a knowledge base to empower your agents and customers with instant access to helpful information and self-service solutions.
What kind of reporting and analytics are available?
Our solution provides detailed reports and analytics, including average resolution time, customer satisfaction scores (CSAT), agent performance metrics, and more. You can customize dashboards to track the KPIs that matter most to your business.
Does it support Service Level Agreements (SLAs)?
Yes, you can define and track SLAs to ensure timely resolutions and maintain service quality.
How much does ChecklistGuro's Support Management solution cost?
Our pricing is based on number of users. Check our Pricing page for more details. We also offer customized pricing for enterprise clients.
How do I get started?
Create a free account and check the demo data we created. Contact us if need help with setting up your account.
We can do it Together
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